SUPPORT

At Secured Communications we pride ourselves on offering our clients the best possible support. We understand that our Mercury products offer powerful communications tools with many features, so on this page we have put together simple user guides and video tutorials that can be accessed by following the links. We have also provided answers to our most frequently asked questions. If you still need help with a specific question, then please complete the Support Request Form and one of our team will get back to you as soon as possible.

KEEPING CLIENTS’ COMMUNICATIONS SECURE.

CLIENT SERVICES

Secure. Powerful. Private. If you want absolute privacy and the most advanced security to protect your most sensitive and critical communications along with ultra-simple, easy to use audio/video conferencing, and want our team of global leaders to assist you, then look to our Mercury products and our complete client services:

VIDEO TUTORIALS

  • How to Register on Mercury
  • Navigating the Mercury Dashboard
  • Creating Mercury Meetings
  • Global Connect & Join Business Groups
  • Going Live on Mercury Meeting
  • Web & Mobile Calls
  • Encrypted File Sharing
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ADMIN FAQ

  • How do I create a licensed user with my company account?

MERCURY MEETING FAQ

  • Do I need a camera to join a meeting?
    • If you join without a camera, you will still be able to see the screen and other participants. Your on-screen “placeholder” will be a silhouette.
  • Do I need a microphone to join a meeting?
    • To join online and see the screen, you must have a microphone. If you do not have a microphone, you can dial into the meeting using the provided phone number and meeting PIN, but you will only have audio and will not be able to see the screen.
  • My mic and camera worked before, but now they don’t. Why?
    • There are several possibilities, but one of the most common is if you have previously used another online meeting service, many of these systems prioritize, or hijack, your mic and camera for their system, making them unavailable for other services. Your system tells you that your mic and camera are connected and working, yet they are not recognized as “available” by other meeting systems. Restarting your computer will reset the system and make your mic and camera available for Mercury. For plug-in devices, check the USB connections. If you have more than one mic or camera, click switch on the meeting login screen or in meeting to switch between devices.
  • How do I fix noise echoing?
    • Keep your microphone and speaker far enough apart they do not create interference.
    • If your speakers are too loud, they will cause echoing.
    • If you joined on your computer and cell phone for a microphone, make sure you mute your computer microphone.
    • Host can mute participant if echoing continues.
  • What can I do if I am having trouble with my microphone?
    • Dial into the meeting and use the meeting PIN code and dial-in number. Mute your computer mic to eliminate any echoing or interference.
  • What is the little bar graph I see in the lower right corner of some participants?
    • This is an indicator that the participant’s connection is less than optimum (i.e. lower bandwidth). If their connectivity weakens, Mercury Meeting will automatically compensate by lowering their video quality to maintain higher audio quality. A participant can always turn their camera off to reduce their demand on available connection bandwidth. This will also help maintain higher audio quality.
  • Why does video quality fluctuate?
    • Sometimes you will see the video quality of other participants fluctuate on the screen. That is because Mercury Meeting prioritizes audio quality over your video image and dynamically changes the video quality based on your connection speed. This can change over the course of a meeting.
  • What is Stop All Video?
    • This feature allows the Host to turn off all participant cameras. This lowers bandwidth demand for participants and improves audio quality.
  • Can the Host turn participant cameras back on?
    • Only participants can turn their cameras back on.
  • What is Mute All?
    • This feature allows the Host to mute all participants, except individuals dialing in on a conference line. This is a valuable tool as it reduces noise, improves audio quality, and eliminates echo when speaking; thus improving meeting quality.
  • Can the Host turn participant microphones back on?
    • Only participants can turn their microphones back on.
  • If the Host clicks Mute All, can participants un-mute themselves?
    • Participants can un-mute their mic and speak at any time. The host can mute one or all participants if needed to improve meeting quality (for example, if someone’s mic is echoing).
  • Can the Host re-mute all?
    • Cycle ‘mute all’ button off/on again.
  • Can the Host mute participants individually?
    • By clicking the Participant icon, (upper right), the Host will see the individual camera and mic controls for all participants. The Host can turn off any participant’s mic or camera. Only the participant can turn them back on.
  • What is Lock Share?
    • This feature allows the Host to prevent participants from sharing their screens during the meeting.
  • What is Lock Meeting?
    • This feature allows the Host to prevent other people from joining once the meeting is “locked”.
  • If a participant exits a Locked Meeting, can they re-join?
    • Yes, but only if the Host turns ‘Lock Meeting’
  • Can the Host remove a person from a meeting?
    • In the lower right of the participant screen, there is an orange circle with an “x”. Clicking the “x” removes the participant from the meeting. This is a Host-only feature.
  • Do I see the Meeting screen and the participants when I share my screen?
    • When you Share Screen, you will only see the tab, program, file, or application you have open on your screen.
  • Do I see the participant screen when sharing my screen?
    • When you share your screen, you will only see your screen. When you stop sharing, you see the meeting participant screen once again.
  • Is there an optional way to see the Meeting screen and participants when Sharing Screen?
    • Click to Share Screen, select either Entire Screen or Application, then open the tab, program, file, or application to share, and finally click to “Normal Size” view (button in the Windows title bar at the top right corner of the screen that takes a window from full screen to normal size). You will then be able to see both the screen being shared and participants in your meeting.
  • What is the difference between sharing an entire window, application or browser tab?
    • Sharing your entire screen means participants see your computer screen, and anything you click on or open. If you select application and then choose the application to share, participants only see this application, not any other application you may click to on your screen. If you select browser tab, participants only see that browser tab, not any other tab or application you may click on.
  • Is sharing my entire screen the best?
    • Not necessarily. While it gives you flexibility to move between applications while presenting, sharing your entire screen uses significantly more of your Internet bandwidth.
  • Who sees Chat messages?
    • All participants see chat messages posted during a meeting.
  • Do participants need to open Chat to see messages?
    • Chat will automatically open for each participant when the first chat message is posted.
  • If Chat opens and I close Chat, will it automatically re-open?
    • If you choose to close Chat, you will need to re-open it to see new messages.
  • Can I send a Chat message to just one participant?
    • Not yet, but this feature is coming in a future update.
  • How do I prevent uninvited persons from joining or disrupting my meetings?
  • There are many controls and best practices that protect the privacy and security of your meetings. Here are suggestions for how you can protect your meetings from being disrupted:
    • Only send meeting invites to people you trust.
    • Password protect your meetings.
    • Always send meeting passwords in a separate email and send just before the meeting is scheduled to begin.
    • For more sensitive meetings, create a Private meeting. Only Secured Contacts registered to you, and that you have invited to a specific meeting, can join that meeting. They must login with their registered username and password to join your Private meeting.
    • Lock your meeting after all the invited participants have joined.
    • Lock Share to prevent participants from sharing inappropriate content in the meeting.
    • Stop All Video to prevent participants from broadcasting inappropriate images in a meeting.
    • Mute All to prevent participants from broadcasting inappropriate audio in a meeting.
    • Do not re-use meeting links.

WEB PORTAL FAQ

  • What web browsers are compatible with Mercury?
    • Recommended browsers are Edge, Chrome and Safari using the most resent version. Our Gatekeeper technology will block any insecure hardware and browsers and recommend you to switch to a compatible browser.
  • What is a Secured Contact?
    • Secured Contacts are individuals that you choose to communicate with using Mercury. This includes messaging, VOIP calling, video meetings and file sharing.  Secured Contacts can be other licensed users, in your company or any company using Mercury, or a guest user.
  • What is a Guest User?
    • Guest Users are individuals you would like to invite to meetings or share files with using Mercury. Access is limited to –
      • Joining any meeting, including private meetings
      • Sharing/Uploading Files –
        • Guest can upload up to 100 mb into the secured cloud.
        • Guest can share 1 file per day.
  • How do I add a Secured Contact?
    • Login at https://mercury.securedcommunications.com
    • Navigate to Secured Contacts > Add Secured Contacts
    • Fill in required fields, first name and e-mail address, confirm e-mail is accurate and click save.
    • New guest users will receive an e-mail with instructions to login and create their account.
  • What are calls?
    • Calls use VOIP with no phone number needed. Calls work from desktop-to-desktop, phone-to-phone, or desktop-to-phone.  Contact needs to be signed into the web portal or the mobile app to receive a call.
  • How do I turn a call into a meeting?
    • During your call session push or click the meeting button, this will put both parties into a video chat. Video is turned off by default for security, select the camera button to cycle on.
  • Can I add more participants to a call?
    • on desktop (currently not available on the mobile app).
      • After you use the call-to-meeting button you have the option to invite from the meeting screen.
  • How do I create a meeting?
  • How do I invite participants to a meeting?
    • Using Secured Contacts during meeting creation will send a calendar invite to their e-mail (unless Stealth Mode is active, see Stealth Mode), and automatically add the meeting to their dashboard.

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  • After meeting creation, click meeting you would like to create invite for and select “Add to Outlook”. Open download file to add to your calendar, and invite using your e-mail calendar.

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  • After meeting creation, click meeting you would like to create invite for and select Copy Invite > Copy. You can paste the meeting information into any messaging platform of your choice.
  • What is an open meeting (Open Door Icon)?
    • Open meetings use meeting links that allow anyone with the link to join, no sign in needed. Open meetings are less secure but allow for participants to join easily.
  • What is a password meeting (Key Icon)?
    • Password meetings use a meeting link and password (sent in a separate message) to join. Passwords add a layer of security, requiring each participant to have both the link and the password.
  • What is a private meeting (Shield Icon)?
    • Private meetings use a meeting link that require Secured Contacts to sign in with their Mercury username and password, thus verifying their identity. Only invited Secured Contacts can join private meetings.  Private meetings are the most secure type of meeting.
  • Can a Guest user join a private meeting?
    • You will need to add them as a Secured Contact before creating the meeting.  The Guest user will receive an e-mail with link to create their Mercury guest account.
  • What is Stealth Mode?
    • Stealth Mode, when active, will turn off all e-mail notifications that would otherwise be sent from Mercury. This ensures your communications within Mercury stay in Mercury.

MOBILE APP FAQ

  • How do I add contacts on Mobile?
    • First time login will ask to access contacts, if you agree, Mercury will do a one time sweep of your device contacts and populate Mercury.
    • You can add additional contacts using Mercury’s Global Connect.
      • Click “+” on the contact’s screen.
      • Type in users e-mail address.
      • Send request to connect.
      • User will need to accept your request before you can send messages or files.

 

  • How do I accept a request to connect?
    • On the contacts screen push on the “Bell” icon
    • You can accept or reject a connection request here.

 

  • Can I delete a contact?
    • Swipe left on desired contact and tap “Waste Bin” icon.

 

  • Can I block a contact?
    • Swipe left on desired contact and tap “Block” icon.
    • You can unblock by repeating these steps.
  • What is a Business Group?
    • Business Groups are groups created by company admins to easily manage participant access. Business Groups are used to collaborate with licensed users, not only within your organization, but with other organizations as well.
  • How do I join a Business Group?
    • Go to Contacts > Groups > “+” > Join Business Group
    • Enter Group ID (and password if needed otherwise leave blank).
    • Group IDs are created and distributed by company admins only.

 

  • What is a Private Group?
    • Private Groups are groups that licensed users can create at any time to collaborate with those specific contacts.
    • Private Groups, once created, cannot host any additional participants.

 

  • How do I create a Private Group?
    • Go to Contacts > Groups > “+” > Create Private Group
  • Can I delete messages?
    • Using Mercury’s “Burn” feature you can delete an entire message thread.
  • When using the camera feature, do the pictures I take save to my device?
    • Your pictures will stay with Mercury’s encrypted ecosystem.
  • Can I forward a message to another contact?
    • Tap and hold on top right corner of desired message.  Forward Message Icon will appear at the top of your screen, tap and select desired contact.
  • What are calls?
    • Calls use VOIP with no phone number needed. Calls work from desktop-to-desktop, phone-to-phone, or desktop-to-phone.  Contact needs to be signed into the web portal or the mobile app to receive a call.
  • How do I turn a call into a meeting?
    • During your call session push or click the meeting button, this will put both parties into a video chat. Video is turned off by default for security, select the camera button to cycle on.
  • How do I create a meeting on Mobile?
    • In app navigate to Meetings and tap “+ Meeting” icon
    • Fill out required fields and tap “Create Meeting”.
    • Select participants from your Secured Contacts list or tap “Meeting Link Created” to copy meeting info to your clipboard.
    • Tap “Add Participants” when finished.
    • You can Launch, edit, or copy meeting link at any time from the meeting screen by simply tapping on the desired meeting.
  • Can I view files stored in Mercury on my mobile device?
    • Navigate to …More > Files and tap on file to view.

 

  • Can I upload files into Mercury from my mobile device?
    • Navigate to …More > Files > Upload File Icon and select file from your device.
      • Currently you can only upload images and video from iOS devices.

 

  • Can I share a file from my mobile device?
    • Navigate to …More > Files.
    • Long press on file and tap share icon.
    • You can share with individuals in your contacts or groups you participate in.
  • Can I change my password on the mobile app?
    • When logged in navigate to …More > Settings > Change Password
  • What if I forgot my password?
    • On the login screen type in your e-mail address and tap next.
    • Tap forgot password and confirm your e-mail is correct.
    • You will receive an e-mail link with instructions to change your password.

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